Service Engineer L2

Job Description

Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

We are seeking a Service Engineer L2 to join our 24x7 service operations team. This role is designed for experienced professionals with strong troubleshooting and automation capabilities in complex online and distributed environments.

As an L2 Service Engineer, you will take ownership of advanced incident resolution, contribute to root cause analysis, and proactively drive automation and service improvements. You will play a key role in ensuring service stability, performance, and continuous improvement.

The position requires shift work and on-call duties as part of a continuous operations model.

Key responsabilities:

• Monitor, troubleshoot, and resolve complex incidents in distributed and online service environments.
• Perform advanced diagnosis and debugging of faults, ensuring rapid mitigation and recovery.
• Own escalated incidents from L1 and drive resolution end-to-end.
• Conduct root cause analysis (RCA) and contribute to post-incident reviews.
• Identify recurring issues and design automation solutions to improve efficiency and reduce manual effort.
• Develop scripts and tools to automate operational tasks and incident resolution.
• Collaborate with feature and engineering teams to identify and execute recovery actions.

• Strong college hire or 1–2 years of experience in service operations
• 2–4 years of experience diagnosing/debugging faults in complex online services
• Demonstrated experience diagnosing/debugging faults in distributed systems
• Working knowledge of enterprise network gear including routers, switches, and load balancers
• Working knowledge of enterprise routing protocols and IP subnetting
• Experience using diagnostic tools such as Netmon, WinDBG, and Wireshark
• Experience with scripting using PowerShell, SQL, and Python

Job Description - Grade Specific

Competencies:

• Assisting deployment, configuration, and optimization of security platforms Handling configuration and troubleshooting of client security infrastructure devices, including SIEM systems and other XDR components Optimizing detection accuracy by tuning system rules and correlation searches.
• Performing trend analysis to fine tune alerts, policies, and configurations, minimizing false positives Developing and implementing automation processes to enhance efficiencies and best practices Collaborating with other teams to ensure seamless integration of security solutions.

• Wellbeing HUB – A full program designed to support your physical and mental wellbeing, including initiatives such as Wellhub.
• Flexible Compensation Plan – Choose benefits that best fit your needs: medical insurance, transportation, training, meal card or meal allowance, childcare vouchers, and more.
• Continuous Learning – Access to Mylearning, Capgemini University, Digital Campuses, and our Professional Communities. You’ll also have learning platforms like Coursera, Udemy, Pluralsight, Harvard Manager Mentor, and Education First for language training (English, French, German…), among others!
• Volunteer & Social Impact Programs – Get involved through our Sustainability, Inclusion, and Equality Groups.
• Buddy Program – Receive personalized support to help you settle in during your first months.
• Life & Accident Insurance – Additional protection and peace of mind.

With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.